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Flow hires Advantage Communications to run call centre

Published:Wednesday | March 9, 2016 | 12:00 AM

Telecom provider Flow will invest $726 million (US$6 million) to localise its call centre but its operation will still be


On Monday, Flow and Advantage Communications Limited signed a partnership agreement to 'repatriate' the customer centre, a move that will create some 350 jobs.

"Clearly, this significant investment to bring back the call centre to Jamaica is a direct response to what our customers have been telling us. We are making a huge investment of some US$6 million in Jamaica as we move to totally transform our customer experience. This is certainly a case of putting our money where our mouth is," Flow Jamaica CEO Garfield Sinclair said at the official signing ceremony in Kingston. The company traded as LIME prior to its merger with Flow.

Four years ago, in 2012, Canada-based Telus International won the LIME call centre contract from Xerox, which operated the centre out of Jamaica. Telus eventually outsourced part of that call centre to El Salvador. It led to communication problems with customer care agents who spoke English as a second language. The return of the Jamaican call centre brings to two the number of customer centres situated in the Caribbean for the Cable & Wireless Communications group, alongside Port-of-Spain in Trinidad. However, calls originating in Jamaica will be channelled to Jamaican agents.

"This is a proud moment for Advantage Communications," said Joseph M. Matalon, a director of the call centre business and chairman of its parent company ICD Group. "We see our role as a catalyst bringing together the critical elements that allow Flow Jamaica to achieve their customer-focused as well as commercial objectives."

The centre is scheduled to be fully operational by mid-2016, and Advantage has completed the first phase of the programme.

"We currently have over 100 of the best and brightest Jamaicans, trained and developed to deliver unprecedented customer experiences, on the phones serving our Flow patrons," Matalon said.